Alliancedefendingfreedom

Alliancedefendingfreedom

Sr. Technical Support Specialist

Dallas, TX · Senior

Sponsorship not specifiedDetected 14 days ago
Cloud PlatformsProcurementCustomer SupportVoIPCommunicationCollaborationProblem SolvingMicrosoft TeamsSharePoint

About the role

  • Together, we protect religious freedom, free speech, the sanctity of life, marriage and family, and parental rights.
  • Review our Statement of Faith to ensure we're a fit for you.
  • In this role, you'll work out of our new Texas office and report to our Service Desk Manager.

Responsibilities

  • Document, track, and monitor all incidents and service requests within the IT service management (ITSM) platform to ensure timely resolution, accurate reporting, and knowledge base maintenance.
  • Coordinate with team leads, IT personnel, and third-party vendors to address issues related to existing IT systems, cloud platforms, and implementations of new technologies, including migrations and integrations.
  • Triage, prioritize, and route service desk tickets using the Service Desk system, ensuring proper categorization, escalation paths, and SLA compliance across all support tiers.
  • Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents, including escalations from Tier 1
  • Collaborate with IT infrastructure, Enterprise Applications, Cybersecurity, and development teams to reproduce issues in test environments, validate patches and fixes, and support change management processes.
  • Manage IT asset inventory and equipment lifecycle, including procurement tracking, hardware refresh cycles, configuration, imaging, and disposal, using asset management tools to ensure accurate records and minimize downtime.
  • Serve as the primary owner of Tier 1 and Tier 2 (advanced) support incidents, including escalations from Tier 1; engage Tier 3 or vendors as needed for complex infrastructure or application issues.

Requirements

  • 5+ years of experience in IT service desk operations.
  • Proven troubleshooting and problem-solving skills.
  • Ability to travel as needed.

Compensation

  • At Alliance Defending Freedom, we offer a competitive compensation and benefits package to support your well-being and growth.
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